Temporary Contact Cntr Support Spec

At Bank of America, we take great pride in creating career opportunities for our associates and we provide them with the tools, training and support they need to achieve their goals. Temporary Contact Cntr Support Spec Job Description: Share in the excitement of helping associates delight our customers. National HelpLine is an incoming call center that supports banking centers, premier banking and other internal departments with standard policy and procedure issues/questions. This position supports Platform Policy and Procedures. These positions are full-time or part-time TEMPORARY, non-benefit eligible. NHL is a goal driven and team player environment that focuses on providing excellent customer service while also focusing on the Bank of America Hoshin plan goals. Agents within National HelpLine act as experts by using online resources to resolve client requests. As experience is acquired, the associate may be given additional responsibilities. Successful agents with National HelpLine demonstrate Bank of America Spirit by demonstrating the following: •Communicates in a clear and straightforward manner, focusing on key points; avoids using jargon with customers/clients. •Listens intently to ensure accurate and full understanding; actively acknowledges key points and asks appropriate questions to clarify meaning. •Delivers a positive "on stage" confident connection with customers and associates; consistently demonstrates energy and enthusiasm. •Quickly and efficiently recognizes and investigates problems; recommends solutions, offers options and resolves customer issues. •Keep up-to-date and knowledgeable about available technology, information and tools. The successful candidate must have a minimum of 6 months recent customer service experience with problem-solving responsibility. Preferred candidates should be familiar with consumer banking and have six months recent experience in a financial institution and/or a call center, preferably in a service/sales capacity. Ability to multi-task and strong computer skills is required. Must have ability to interpret information and communicate appropriately based on audience. Associates must consistently demonstrate excellent customer/client focus and provide coaching/support to internal bank associates on a broad spectrum of topics providing solutions to questions regarding the Bank’s policies and procedures with the associate accountable for the successful resolution of all users’ requests. Provides coaching support by answering calls, text messages or emails in a contact center environment. Requires knowledge of multiple products and systems applications. Must have the ability to assist callers with complex issues. The associate works independently at a professional level and occasionally may require the guidance or counsel of a more experienced generalist to resolve very complex or sensitive issues. As required, the associate uses various internal systems to review existing customer relationship. Additionally associates use computerized system for tracking, information gathering, and follow up of assigned customers To Apply for this position, please CLICK HERE